Operations Training Manager

Tiempo Completo

Position:Operations Training Manager

Department: Associate Services

Reports To: Director of Rooms with collaboration with all operational leadership

Purpose: Ensures Omni culture and operational standards are maintained through training and development across all Operations departments, while supporting the hotel’s goal of delivering luxury experiences and outperforming the luxury competitive set.

Essential Functions:

• Drives Omni service culture standards through operational associate training, ongoing coaching, and performance measurement. Ensures all training and development programs, as well as associate training engagement initiatives, are strategically aligned with the hotel’s service standards and Omni brand positioning goals.
• Works closely with the Executive Committee and operational leadership to ensure all associates receive the necessary training to deliver elite luxury guest service.
• Fosters a culture of compliance within Rooms and F&B operations departments by focusing training on the following key areas: Moments of Service, Power of 1 / Power of Engagement, Food and Beverage Service Standards, Rooms Division Service Standards, through service excellence, training, and standards execution.
• Lead Power of Engagement monthly training. This includes ensuring all required associates attend monthly training until the certification is complete. Additionally, this role recommends new POE Trainers and supports them through the certification process.
• Expertise in designing, implementing, and sustaining Forbes Travel Guide level service standards, with a proven ability to translate luxury hospitality benchmarks into impactful training programs, operational execution, and measurable guest experience
• Conducts all onboarding training, continuing skills, service and systems training, monthly training presentations, and compliance training.
• Attends daily operational pre-shift and pre-meal meetings regularly and supports ongoing training
• Identifies performance gaps and partners with operational leaders to develop and implement appropriate training to improve performance.
• Measures the effectiveness of training to ensure hotel goals are achieved and return on investment is realized.
• Collaborates with the General Manager and operational leadership to leverage Medallia data and insights to develop targeted training programs and evaluate effectiveness.
• Success will be measured through improved guest services scores across all platforms and measurement tools
• Actively promotes and informs associates about all training opportunities and associate training activities.
• Makes any necessary adjustments to training methodology and/or retrains as appropriate.
• Maintains training records and ensures full participation and compliance.
• Actively participates in hotel strategic planning and flawless execution of departmental initiatives.
• Is an internal PR Agent for Operations, creating motivating, timely, and effective communications that inform and engage associates while recognizing accomplishments.
• Supports the Executive Committee’s Grow the Garden efforts by developing manager training capabilities, coaching effectiveness, and teaching skills across the operational management team.
• Responsible for administrative duties relative to the above accountabilities.

Qualifications:

• Must be able to work in a fast-paced environment.
• Luxury hotel or resort operational experience required (Rooms and/or Food and Beverage).
• Self-starter, highly motivated, and enjoys working with and training people.
• Ability to manage multiple projects at the same time.
• Must be able to stand and walk for an extended period or for an entire shift.
• Must have the ability to work flexible shifts, including a minimum of 20% nights.
• Weekends and holidays based on training demands.
• Previous training experience preferred
• Ability to lift/carry/push/pull up to 25 pounds.
• Excellent verbal, written, and presentation skills.
• Ability to write reports, manuals, and presentations.

Education:

• Minimum two-year degree from an accredited university in a related major or equivalent experience.
• Training certification strongly preferred.

Experience:

• One to two years of experience in a training role or hotel operational leadership role, preferably within luxury hotel or resort.
• Strong technical skills, as well as excellent written and oral communication skills.
• Excellent computer skills including Excel, PowerPoint, Word, and other programs.
• Broad understanding of hotel operations, systems, and procedures.

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis ofany protected category with respect to the payment of wages.

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: applicationassistance@omnihotels.com.